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Overview

The Gong integration brings conversation intelligence into Thread, giving CSMs access to sales call recordings, insights, and context that help them understand customer needs before onboarding begins. [SCREENSHOT: Gong integration connected status] Caption: Gong integration connected for conversation access

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Benefits

Call Context

Access sales call recordings and transcripts

Better Handoffs

CSMs understand what was discussed with customers

AI Enrichment

Call insights power AI handoff generation

Risk Detection

Surface concerns mentioned in sales calls

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What’s Available

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Call Recordings

Access recordings from Gong:
  • Sales discovery calls
  • Demo calls
  • Negotiation calls
  • Executive presentations

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Transcripts

Full transcripts of recorded calls:
  • Searchable text
  • Speaker identification
  • Timestamped sections

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Gong Insights

If you use Gong’s AI features:
  • Key topics discussed
  • Questions asked
  • Next steps mentioned
  • Competitor mentions

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Setup Instructions

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Prerequisites

  • Gong subscription with API access
  • Admin permissions in Gong
  • Thread account with admin role

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Step 1: Connect OAuth

1

Navigate to Connectors

In Thread: Connectors → Find Gong → Click “Connect”
2

Authorize Thread

Redirected to Gong → Log in if needed → Review permissions → Click “Authorize”Permissions requested:
  • Read call recordings
  • Read call transcripts
  • Read call metadata
  • Access user information
3

Confirm Connection

Redirected back to Thread → Green checkmark → Status: “Connected”
[SCREENSHOT: Gong OAuth authorization screen] Caption: Grant Thread access to your Gong recordings

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Step 2: Configure Access

1

Open Connector Settings

Connectors → Gong → Settings
2

Set Recording Access

Choose what Thread can access:
  • All recordings - Full access to all calls
  • Team recordings - Only specific team’s calls
  • Deal-associated - Only calls linked to CRM deals
3

Save Settings

Click “Save” to apply configuration.

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How It Works

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Automatic Association

When accounts are created (manually or via workflow):
  1. Thread looks for associated Gong calls
  2. Matches based on:
    • Contact email addresses
    • Company domain
    • CRM deal linking (if available)
  3. Relevant recordings become accessible

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Viewing Call Context

On account pages in Thread:
1

Open Account

Navigate to the account.
2

Find Gong Section

Look for “Sales Calls” or “Gong Recordings” section.
3

View Recordings

See list of associated calls with:
  • Date and duration
  • Participants
  • Key topics (if available)
4

Access Recording

Click to open in Gong for full playback.
[SCREENSHOT: Gong recordings section on account page] Caption: View associated Gong recordings on account pages

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Use Cases

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1. Pre-Onboarding Preparation

Scenario: CSM reviews sales calls before kickoff. Workflow:
  1. Account assigned to CSM
  2. CSM views linked Gong recordings
  3. Listens to key moments (objections, requirements)
  4. Prepares for kickoff with context
  5. Customer impressed by continuity
Benefit: Customer doesn’t need to repeat everything

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2. Handoff Enhancement

Scenario: AI uses call context for handoff generation. How it works:
  • Gong transcripts included in AI context
  • AI extracts:
    • Use cases mentioned
    • Pain points discussed
    • Concerns raised
    • Stakeholders mentioned
  • Handoff answers pre-populated with accurate context

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3. Risk Identification

Scenario: Surface concerns mentioned in sales calls. Indicators detected:
  • Competitor mentions
  • Budget concerns
  • Timeline pressure
  • Executive skepticism
  • Technical concerns
Benefit: CSMs can proactively address issues

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Data Accessed

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Call Metadata

DataDescription
Date/TimeWhen the call occurred
DurationLength of the call
ParticipantsWho was on the call
TypeDiscovery, demo, negotiation, etc.

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Transcript Data

DataDescription
Full textComplete transcript
SpeakersWho said what
TimestampsTime markers for navigation

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Insights (If Available)

InsightDescription
TopicsKey subjects discussed
QuestionsQuestions asked by customer
Next stepsAction items mentioned
SentimentOverall call sentiment

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Privacy & Security

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What Thread Accesses

  • Call metadata and transcripts
  • Recordings are viewed via Gong (not stored in Thread)
  • Only calls associated with Thread accounts

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What Thread Doesn’t Access

  • Internal-only calls
  • Calls unrelated to Thread accounts
  • Gong administrative settings

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Data Handling

  • Transcript data used for AI enhancement
  • Recordings remain in Gong
  • Access follows Gong’s permission model
Thread respects Gong’s access controls. Users only see recordings they have permission to view in Gong.

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Troubleshooting

Check:
  • Gong integration is connected
  • Calls exist for contact/company
  • Time period includes relevant calls
Try:
  • Verify call exists in Gong
  • Check email/domain matching
  • Contact support for manual linking
Check:
  • You have Gong admin permissions
  • API access is enabled
  • Account is in good standing
Try:
  • Log out/in to Gong
  • Reconnect the integration
  • Contact Gong support
Check:
  • Call was recorded (not just scheduled)
  • Transcript processing complete in Gong
  • Permissions allow transcript access
Try:
  • Wait for Gong processing
  • Check Gong for transcript availability

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Best Practices

Record Important Calls

Ensure key sales calls are recorded in Gong

Link CRM Deals

Connect Gong calls to CRM deals for better matching

Review Before Kickoff

CSMs should review calls before customer meetings

Note Key Moments

Use Gong’s bookmarking for important moments

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Next Steps

Handoff Process

See how Gong data enhances handoffs

AI Generation

Leverage call context for AI features

Account Management

Managing accounts with Gong context